Find the right person to ask
The best starting point depends on what you are trying to resolve.
For an unfamiliar topic, start with your manager or onboarding point of contact and ask who owns it. The role descriptions below are fictional examples of how responsibilities might be divided; they are not a directory of Northstar contacts.
Examples of support responsibilities
Use the responsibility, not a name, to route your question.
Work priorities and role context
A manager or team lead can help explain the work you are joining, what to focus on next, and which teammate knows a process.
- Ask which work is most useful to understand first.
- Check who can explain a team term or handoff.
Tools and access
A designated tool owner or support team may be the right route for sign-in, permissions, or help using a work system. Ask your onboarding point of contact how to reach the current owner.
- Name the tool and the task you were attempting.
- Describe what happened and what you need to do next.
General employee questions
A people-support or HR contact may be able to direct questions about employee information. Confirm the current contact route with your manager or onboarding point of contact.
- State the topic you need help understanding.
- Ask where the current employee guidance is published.
Make it easier to get help
What should I include when I ask for help?
Include what you were trying to do, the tool or process involved, what happened, and what you need to do next. Leave out sensitive information that is not needed to explain the question.
I am not sure who owns this topic. Where do I start?
Ask your manager or onboarding point of contact: “Who is the best person or team to answer this, and where should I find their current guidance?”
What if I already looked for the answer?
Mention where you looked and what was missing. That helps the person answering either point you to the right source or explain what to do next.
Keep exploring
For flexible preparation prompts, return to Your First Week. For topics to explore or questions to bring to a support person, see New-Hire Resources.